Studying Customer Behaviour in Relation to ICT Technology for Insurance Company Growth

Assignment
Professional Project

Contents
1. Introduction......................................................................................................................................2
2. Project aim.......................................................................................................................................2
3. Research questions...........................................................................................................................2
4. Critical Literature review.................................................................................................................3
5. Methods...........................................................................................................................................3
6. Findings and analysis.......................................................................................................................5
7. Discussion......................................................................................................................................10
8. Conclusion.....................................................................................................................................12
9. Recommendation...........................................................................................................................12
10. Limitation...................................................................................................................................12
11. References..................................................................................................................................12

Title: Studying of customer behaviour in relation to the ICT technology for the growth and
sustainability of the insurance company
1. Introduction
Every organization is moving towards the platform of digitization. The expansion and growth
of the organization depends on the transformation of the business tactics to the inclusion of
ICT technology in the working culture of the enterprise. The customers are get attracted
towards the ICT application because it provides ease of accessing required information from
the online application by making use of their electronic gadgets such as Laptops, desktops,
tablet, android mobile, and others. The development of an online application for the insurance
company helps in bringing sustainability by attracting more customers towards the
organization. The profit of the organization can be improved with the development of the
web application because it helps in increasing the availability of the information as demanded
by the customers about the financial policies, wealth creation policies; market based financial
policies, and others. The customer service support of the web application provides the
response to the query generated by the customers within a fraction of seconds which helps in
developing strong bonding between the customers and the insurance company. In this paper,
we will perform the critical analysis of the customer behaviour in changing response with the
development of a web portal for the insurance company.
2. Project aim
The aim of this project is to critically analyse the change in the behaviour and profitability of
the organization with the inclusion of ICT platform in the working of the insurance company.
3. Research questions
 What are the benefits of developing an online application for the business operations
of the insurance company?
 How the profit of the organization increased with the development of the ecommerce
website for the enterprise?
 How the behaviour of the customer changes with the change in the working
architecture of the enterprise from traditional to e-commerce website?
 What are the marketing policies developed for increasing the sale and profit of the
enterprise?

4. Critical Literature review
The critical analysis on the literature review is conducted on analysing the behaviour of the
customers with the development of the online ecommerce website for the insurance company.
The deployment of the marketing campaign on the social networking sites helps in creating
positive impact on the consumers because it helps in developing psychological impact on the
customer behaviour (Boldosova, 2012). The satisfaction of the customers gets increased by
getting quality of financial services from the online platform of the enterprise. The trading
through the e-commerce website increases affordability of the customers to retrieve effective
response of the query generated in the fraction of seconds (Basu, and Fernald, 2006). The
automation in the working process of the enterprise helps in saving time of the customers and
employees (Deloitte, 2015). The information about the financial services of the organization
can be retrieved any time according to their own customers. The flexibility in the business
processes helps in improving the level of satisfaction in the customers. The consumers can
effectively differentiate between various marketing financial policies which help in taking
effective decision (Gretton, Gali, Parham, 2011). The factors which are responsible for
influencing the behaviour of the customers are categorised as price, convenience, trust,
demographics, attitude and belief, impact of reference, consumer traits, and information
about financial services, and quality of customer service support.
The inclusion of ICT technology in the development of the insurance companies helps in
increasing the communication among the local and the global customers, connectivity with
the global customers for the sale of financial services, on time delivery of information,
automation in the business activities, providing quality of service to the customers, increasing
knowledge about financial services, collaboration among the business units, and others
(Ioncica., and at.el., 2012).
5. Methods
Interview:
The face to face interview is arranged with the customers for analysing their perspective
opinion on the inclusion of ICT technology in the working program of the insurance
company. It helps in collection facts and figures of their opinion which helps in analysing